AccountId: 011433970860
ContactId: 8c9d55fb-c8bb-4f52-8780-e66d0a731fb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216929 ms
Total Talk Time (AGENT): 83401 ms
Total Talk Time (CUSTOMER): 98138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/8c9d55fb-c8bb-4f52-8780-e66d0a731fb8_20250327T13:29_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check claim status. Could you please assist me?
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] [PII] extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, and before that, may I know your name again? I'm sorry, I didn't get it clearly.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII], sir. And the member ID is 01848519.
[AGENT][NEUTRAL] Thank you. [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the first name [PII] and last name is [PII]. It is spelled as [PII], and date of birth [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to assist you with that claim status for [PII]. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Data service only.
[AGENT][NEUTRAL] OK, that is.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what is the build amount and facility name?
[CUSTOMER][NEUTRAL] The amount is $1,588 even.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Facility name, uh, the hospital name is?
[CUSTOMER][NEUTRAL] Envision Golden Lakewood, and I'm calling from Medical Image in [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that claim status. [PII], I'm showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] And it is pending for the primary EOB.
[CUSTOMER][NEUTRAL] OK, OK, claim is pending for needing primary you'll be right.
[AGENT][POSITIVE] That's correct, from United Healthcare.
[CUSTOMER][NEUTRAL] OK, and you are the primary here I do found so United Healthcare is primary, right, you're saying?
[AGENT][NEUTRAL] We are secondary to the major medical.
[CUSTOMER][NEUTRAL] OK, thank you. And may I know the member ID for primary, please?
[AGENT][NEUTRAL] You would have to contact the patient for that information.
[CUSTOMER][POSITIVE] OK, thank you so much and may I know the claim number, please?
[AGENT][NEUTRAL] Claim number is 356.
[AGENT][NEUTRAL] 1415.
[CUSTOMER][NEUTRAL] OK, thank you. And do you have any call reference number for this call?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's it. I've got all the information. Thank you so much for your wonderful assistance and have a great rest of your day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Bye take care you too.
[AGENT][NEUTRAL] Bye-bye.